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Aptean

Customer Support Engineer

Madurai, India

Overview

JOB DESCRIPTION:

1. JOB IDENTIFICATION

APTEAN JOB TABLE:

APTEAN JOB LEVEL: B

APTEAN JOB TITLE: CS Engineer

REPORTS TO
Full line: Team Lead
Dotted line: Manager

2. GENERAL JOB SUMMARY

We are looking for a Customer Support Engineer to join our team! We're looking to speak to tech savvy individuals who are eager to continue to progress with a career within ERP application Support, a keen interest in and genuinely enjoy solving difficult application issues.

The role entails supporting a Discrete Manufacturing ERP application with added customizations to suit each customer's operational requirements. You will be interacting with large corporations using various tools to troubleshoot and resolve complex application issues. Managing customer expectations and foster positive business relationships with all customers.

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With the demands and nature of the Manufacturing industry, this is the perfect role for an Application support who is able to handle working within a busy and fast-paced environment, and work under pressure where there are multiple critical incidents occurring.

Due to the nature of our product portfolio, you will gain exposure to multiple technologies and platforms and become a product expert.

3. SCOPE

Knowledge:

Learns to use professional concepts. Applies company policies and procedures to resolve routine issues.

Complexity:

Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally.

Supervision:

Normally receives detailed instructions on all work.

4. ORGANIZATION (Indicate the job positions reporting to this role)

Full line:

• Job (# of positions):

Dotted line:

• Job (# of positions):

5. PRINCIPAL DUTIES AND RESPONSIBILITIES

Primary Responsibilities

• Troubleshoot the customer issue related to Various Module in an ERP application. Modules(Expertise on Single Module and understanding of other Modules) like Sales Module, Purchase Module, Finance Module, Production planning Module, Manufacturing Module and Distribution Module etc)

• Troubleshoot and identify causes of customer problems using a variety of internal tools.

• Take ownership of and follow-through with all priority customer incidents.

• Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers' staff fully understand issue, its resolutions and means for prevention.

• Clearly and concisely, document all customer interaction and all steps taken to resolve incidents.

• Work with R&D to expedite incident resolution and ensure seamless delivery of support service to customers.

• Participate in system and release testing and QA as needed.

• Determine when issues need to be escalated.

• Attend training sessions offered and use self-study tools; assist with peer training as needed.

• Contribute to a customer-focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.

• Create KB articles and documents to be published and shared both internally and with the customer base.

• Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.

• Recommend improvements in Customer Solutions policies and procedures.

• Understand the customer, their situation, and be able to tailor communications accordingly. Be flexible enough to empathize with the customer.

• Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.

6. JOB SPECIFICATIONS
Education (Indicate the minimum level of education necessary for this position. Check all that apply and indicate specific degree as applicable to the side (e.g., Bachelor's in Computer Science)

Required Preferred Degree/Certification

☒ ☐ Bachelor's degree

☐ ☒ Master's degree

☐ ☐ Ph.D.

☐ ☐ J.D. (law)

☐ ☐ Certification:

☐ ☐ Registration:

☐ ☐ Licensure:

☐ ☐ Other:

Work Experience

IT related Bachelors degree. Min 3 Year of work Experience on any Manufacturing ERP, having knowledge on SQL is an added advantage. Modules(Expertise on Single Module and understanding of other Modules) like Sales Module, Purchase Module, Finance Module, Production planning Module, Manufacturing Module and Distribution Module etc)

Knowledge, Skills and Abilities

• Excellent verbal and written communication skills.

• Strong analytical problem solving and decision making skills, and be able to collaborate with and contribute to a team environment.

• Ability to work efficiently and independently and do whatever it takes to get the job done.

• Strong ability to work on multiple issues in a fast paced environment and should prioritize work accordingly to business processes.

• Should possess high adaptability and be able to work under pressure and remain flexible to changing schedules and demands.

• Ability to handle difficult or sensitive situations with diplomacy and tact.

• Track record in providing outstanding customer service.

• Meets established targets for customer satisfaction and other support KPIs, promote Knowledge Centered Support (KCS) methodology.

• Document customer problem information, recommendations, and resolution in a clear and concise manner-using incident tracking system.

Technical Knowledge

• Mandatory- Good understanding on ERP functional processes flow and procedures.

• Optional- Database concepts. SQL Server knowledge required - T-SQL skills, understanding relational databases, understanding stored procedures, SSRS and SQL Agent tasks.

• Basic understanding of SaaS.

DISCLAIMER
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Client-provided location(s): Madurai, Tamil Nadu, India
Job ID: aptean-3174
Employment Type: Other

This job is no longer available.

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